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Incident.io

Don't add a read replica until you've read this

Jul 21, 2026 By Engineering In Incident.io
As the size and complexity of their relational database workload grows, every company eventually goes through the process of off-loading work on a read replica. It comes with lots of benefits, but at a cost of increased complexity. This article is about how we dealt with that, a lot of learnings, and some useful techniques. incident.io is an incident management product relied on by thousands of customers to be the thing that supports them through anything from a minor blip to a full outage.
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How Zendesk ditched 15 years of patchwork tooling, in 10 weeks

Jul 8, 2026 By incident-io In Incident.io
Zendesk replaced 15 years of homegrown incident tooling and PagerDuty by migrating 1,200 engineers across 150 teams onto incident.io in just 10 weeks, cutting mean time to triage by 32%, saving $500k+ in year one, and eliminating 800+ hours of annual toil, with zero incidents on go-live day. Tom Monaghan (VP of Engineering Productivity & Product Reliability) and Anna Roussanova (Engineering Manager) share how they pulled it off and what's next as Zendesk helps build Investigations, our AI agent that starts digging into incidents the moment an alert fires.
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Incident.io

Customers over control: how we measure On-call reliability

May 28, 2026 By Article In Incident.io
Our On-call product has a lot of great features: configuring escalation paths, viewing rotas and schedules, requesting cover, etc. However, when framing its reliability, we reduce it down to two critical pieces of functionality: It’s not that we’re happy if only these parts are working, but they are the most important parts. In this post, I'll go into more detail on how we think about their reliability.
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Incident.io

Engineering teams in 2027

May 19, 2026 By Article In Incident.io
There's a conversation I keep having with our design partners at incident.io. It starts when I ask "what are you doing with AI internally?" and lands in a similar place every time. The shape of how their engineering teams work is changing fast. Not in vague "AI is transforming everything" ways, but in concrete, repeatable patterns. Different companies are building the same things. The frontier teams are six to twelve months ahead of the average, and they're describing the same future.
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Incident.io

Humans aren't fast enough for 4 9's

May 11, 2026 By Article In Incident.io
When thinking about Service Level Objectives (SLOs) and contractual Service Level Agreements (SLAs) for availability, I always like to put the percentages into concrete numbers. It’s easy to lose track of what’s meant when saying “99.95%” availability, and even more is lost when thinking how much harder it is to achieve 99.99% compared to 99.95%. On a monthly basis, and in concrete terms, 99.95% availability means you get 21 minutes and 55 seconds of downtime.
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Incident.io

Who's on call? How Claude helped us calculate this 2,500x faster

Apr 28, 2026 By Article In Incident.io
Schedules are a core part of any on-call system. In ours, they define who to page and when. But people use them in lots of other ways too: checking their next shift, asking for cover while at the gym, keeping a Slack user group up to date, or updating a Linear triage responsibility. For many of our customers, they’re one of the main ways they interact with our product, and as they’re such a foundational part of On-call, it’s very important they work well.
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Incident.io

What does using AI for post-mortems actually mean?

Apr 23, 2026 By Article In Incident.io
Everyone is using AI to help with post-mortems now. The pitch is obvious: post-mortems are time-consuming, the blank page is brutal, and AI is very good at producing structured, confident-sounding documents quickly. We're not here to push back on that. We've built AI into our own post-mortem experience, pulling your Slack thread, timeline, PRs, and custom fields together and giving your team a meaningful starting point in seconds. We think that's genuinely valuable, and the teams using it agree.
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Incident.io

How it feels to run an incident with Investigations

Apr 23, 2026 By Article In Incident.io
We've been building the broader incident.io platform for several years now, and one thing we've learned is that UX matters more here than almost anywhere else. When an incident fires, there's no room for poorly designed interfaces or fumbling through features you haven't touched in a while — every second of the incident response lifecycle counts. The product has to be ergonomic: easy to pick up, easy to navigate, with the right things at your fingertips at exactly the right moment.
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